Optimum Customer Service Issues

I was deliberately misled about four or five days ago, which is a violation of my consumer protection rights under the FTC regulations, specifically chapter 1 sections 4 or 5, COPRA, and the U.S SAFE WEB Agreement. An Optimum representative informed me that I was eligible for a free upgrade to a [redacted] speed internet plan. After waiting three days with no change, I contacted customer service. Upon review of the phone conversation, it was confirmed that false information was provided. Optimum acknowledged the misrepresentation and expressed apologies. However, receiving a voicemail stating that the [redacted] speed is not available in my area is not sufficient resolution for me. I believe Optimum falsely advertised and promised a service, leading me to purchase new equipment expecting higher speeds. This is the second incident where I have been misled, and I expect more than just a conversation with the agent to rectify the situation.

Hi, I'm Thomas B. and my account number is [redacted][redacted]. I've been trying to reach Optimum by phone multiple times without success. The first callback took 6 hours and was after hours, disconnecting the call. The second call had me waiting on hold for over 2 hours. Now, I'm sharing my issue online for faster assistance. I received a bill for $[redacted], while I was told it should be around $60 monthly. I previously paid $[redacted] for the wifi box, including installation fees and taxes. I'm puzzled by the additional $59 installation fee on the next bill, charges for Optimum [redacted], Altice Gateway, and Optimum Voice, totaling $40. I expected to pay only for wifi internet. I need this resolved quickly as the bill is due today, May 30th.

I have been attempting to resolve this issue for a few days now. I've encountered difficulties getting through to the appropriate departments, faced long waits, disconnected calls, and unreturned requests for callbacks, leading to my current dissatisfaction with the service provided. On March 19, [redacted], I contacted Optimum at [redacted] in response to a mail ad offering Clifton Residents a special deal of $59.99 for [redacted] Mbps Internet & TV. I conversed with a representative named Sunny and was presented with a package for phone, internet, and TV, including free installation and a [redacted] Mbps plan similar to my current provider's service, all for $[redacted].95. Inquiring about a lifetime price guarantee I'd seen previously, I was informed I could have [redacted] Mbps for an additional $10, totaling $[redacted].95 monthly. After accepting the offer and installation on 3/23/20, upon reviewing my June bill, I noticed discrepancies in the internet speed and amount charged. Despite attempts to rectify with the Billing Dept., I was directed back to the Sales Dept., creating a frustrating cycle of unaddressed concerns and unresolved issues. I am seeking resolution by receiving the promised package of TV, phone, and [redacted] Mbps Internet for the agreed lifetime rate of $[redacted].95 per month. I will provide my email for communication but prefer a phone call for immediate attention or clarification on this matter. Thank you for your anticipated assistance. - Margie Puskas

For the past three months, we have experienced intermittent issues with our Optimum internet service. My attempts to seek support have been frustrating due to various reasons. 1. Phone calls: I spent more than 5 hours on hold last Saturday trying to reach a representative. 2. Call backs: Despite requesting a callback within 45 minutes, delays occurred consistently. Sometimes the call never came or would drop immediately after connecting. 3. Chat support: After a conversation with Brian E at 2 AM, I couldn't obtain a transcript and subsequently struggled to reach a support agent. 4. A technician visited recently to inspect our equipment and found no issues. Shortly after the technician left, the internet connection dropped again. This situation is unacceptable as our work and school heavily rely on a stable internet connection. Even when connecting a laptop directly to the modem, the connection persists in dropping, indicating a modem issue. Consequently, we had to resort to adding a mobile hotspot to ensure uninterrupted connectivity.

I reached out the other night regarding troubleshooting a cable and internet speed concern. I was informed that I need a new cable box. Upon attempting to return the box at the designated location, I was advised that I actually needed to send it in. I will proceed with this, but I require a new HD box before returning the current one to avoid any service interruption. Additionally, my internet speed has been slow, prompting the need for a replacement modem/router for a faster one. I contacted customer service and experienced a wait time exceeding two hours. I understand the circumstance, however, it was quite lengthy. As a loyal Optimum Prime member for years, I pay a substantial monthly fee and simply need to arrange for a technician to install a new modem and potentially provide a new HD Samsung cable box. I have added myself to the service queue, but I may be occupied when they reach out. I appreciate any assistance. - AW

Unhappy with the cost of my AT&T mobile service, I decided to explore an internet-only plan since I previously had FIOS. On Monday, May 21, I contacted Optimum and was offered an internet-only plan for $46.48 per month with [redacted] Mbps "for life" and Altice mobile service for $20 per month with "unlimited data" "for life." However, upon installation by the Optimum technician on Wednesday, May 20, I discovered the plan was only 10/1 Mbps instead of [redacted]. An upgrade to [redacted] Mbps for $53 was offered, but I chose to revert back to FIOS. Despite numerous calls, I struggled to cancel the Optimum internet service until I finally reached a representative on Friday, the 22nd, who suggested canceling closer to my billing period on June 7th. Frustrated by the lack of clarity, I attempted to cancel on the 5th and again today, facing long wait times on the phone. I regret not being more assertive earlier to avoid being billed for the full period, as Optimum is known for this practice. Dealing with this company has been a challenging experience.

I am dissatisfied with the cost of my AT&T mobile service, so I contacted Optimum to inquire about an internet-only plan, as I previously had FIOS. On May **, I agreed to an internet-only plan for $**.** per month at *** Mbps and Altice mobile for $** per month with unlimited data, both supposedly "for life." However, during installation on May **th, the technician offered *** Mbps for $** instead. I decided to keep Altice mobile but returned to FIOS. After numerous attempts, I finally reached a representative on May **nd to cancel the Optimum internet. The rep suggested waiting until June *th or *th, without a clear reason. Frustrated, I hung up. I tried again on June *th and *th to cancel, but faced long hold times. I regret not insisting on immediate cancellation to avoid being billed for the whole period, as Optimum is known for. Dealing with this company has been a hassle.

On April 20, [redacted], I visited my cable provider to replace my broken cable box. Due to Covid-19 closures, they offered to ship me a new one, promising delivery by the following Friday. After waiting a month, I finally received the replacement. During this time, I missed watching my morning shows in the family room without disturbing my household members at 4:30 AM. My wife and I have made numerous unsuccessful attempts to reach Optimum, facing lengthy hold times. I believe I deserve a credit on my bill to compensate for the delay in receiving the new cable box and the extensive time spent trying to resolve this issue.

Since 10 p.m. last night, my TV has been prompting me to upgrade my package, and I have only been able to access news channel 12. I have been eagerly anticipating a callback since 2:45 p.m. today. I appreciate the attention and care you have shown, but I am still unsure of the situation. I tried calling last night and was redirected to someone else who did not respond. Please, ensure everything is in order. Is corporate aware of the poor quality of customer service? Thank you.

About two years ago, I invested in a premium service plan for faster internet speeds, only to discover to my dismay that the service did not deliver as promised. After multiple complaints, a technician finally diagnosed the issue last month - my outdated modem was incapable of providing the speeds I had been paying for. Despite this, it troubles me that it took two years to identify the root cause when it should have been addressed at the onset of my service. Recently, I spoke with a service representative named Amy who, regrettably, was unhelpful and dismissive, suggesting that I had delayed in raising the concern. I'm frustrated because I couldn't obtain a refund for the subpar service due to the obsolete equipment. As a result of financial strains from the pandemic, with my previous company closed, the burden of paying nearly $[redacted] monthly for inadequate service is becoming unsustainable.

I am currently dealing with an issue regarding my late sister's Optimum Cable account after her passing in April [redacted]. Her neighbor returned the equipment to Optimum in May and was informed there was a $[redacted] past due balance for two months of billing. I have attempted to address this with Optimum through both chat and phone conversations without success. I am unsure if Optimum bills in arrears or in advance, and I am seeking clarification on the billing process to settle the outstanding balance appropriately. I am willing to provide a copy of the death certificate if necessary. Thank you for your assistance in resolving this matter.

I recently had my Scientific Atlanta DVR replaced with a Samsung DVR, following the setup instructions, but unfortunately, I encountered issues with getting it to work properly. Even after seeking help from online technicians to address the "no picture problem", the DVR still wouldn't record programs. Despite spending four days troubleshooting, the recording function remains non-functional. I declined the offer for an in-home technician visit and now request a replacement for the Samsung DVR.

Good morning, I am experiencing missing channels following a recent power outage in June. Despite reaching out to Optimum three times, the issue remains unresolved. On June 11, [redacted], I made my initial call to the cable company at [redacted], and a technician (Tech #[redacted], Job #8A) came on June 12 but couldn't fix the problem. Maggie or Mackie called on June 12, [redacted], from [redacted] at 3:45pm for follow-up. After no response, I contacted Optimum on June 17, [redacted], and spoke to Ellie who promised a callback within three days. Now, after speaking to Brace on June 22, [redacted], at [redacted], another technician visit is scheduled. Initially affecting just a few channels, the power outage has now left me unable to view 19 channels. I seek a final resolution and follow-up on this matter promptly. Please contact me via email. My account number is 07[redacted]04-04-4. Thank you, Jean R.

Dear Concerned Party, My name is Lise Anne Helpa, a long-standing customer residing at 2 Forrest Avenue, Sayreville, NJ. Our household has been with your company for nearly 40 years since you began operations in Sayreville. Generally, we have received good service over the years. However, I want to address a recent issue that left me dissatisfied. On May 29th, after a service worker made adjustments on our pole, our internet went out for 28 hours. Despite a subsequent visit fixing the problem, we were charged $80 for the service call. I spoke with Zaki on June 12th but was disappointed when no supervisor called back. The worker's actions led to the outage, impacting my work and causing frustration. I believe the charge is unjustified, considering the circumstances. I request not to pay the fee and seek an adjustment to our bill for the internet loss. If this matter is not resolved satisfactorily, I may have to reconsider our continued patronage. Your attention to this issue is appreciated. Thank you for your prompt attention to this matter. Sincerely, Lise Anne Helpa

I recently received an email informing me that as of 7/1/20, McAfee Internet Protection will no longer be included with my Optimum service. The email also mentioned that I could continue with comprehensive internet security with McAfee for a special rate of $0.99 a month until 6/30/20, after which it would be $2.99 per month. I, a [redacted]% service disabled veteran, have been struggling for 7 hours to opt into the $0.99 option. Every link I click treats me like a new customer rather than allowing me to choose the 99 cent option. I would like to address this issue promptly as I am considering canceling all services. I have decades of experience in customer care, yet I have never faced such poor support. My desired resolution is to continue my McAfee anti-virus subscription for 99 cents per month.

I am writing to express my disappointment with the unprofessional behavior of your staff. On June 26, my spouse and I decided to take advantage of a promotional offer. We spoke to Yesenia, a representative of your company, about purchasing two Samsung A51 cell phones. We specified that we required separate accounts for billing purposes. Despite Yesenia's assurances, she abruptly disconnected the call. Following several unsuccessful attempts to reach her again, I spoke to Catherine and eventually to David, who informed us that the phones were unavailable and separate accounts were not possible. Frustrated, we visited your store at [redacted] Market St in Newark, where Jessica directed me to Isaac. After explaining the situation, Marcelo referred me to Sales, where Diego suggested contacting Altice Sales Dept. for a resolution or visiting a store. Yesenia had charged my credit card $53.54 without authorization, and I am requesting a refund and cancellation of the entire transaction.

Dear Customer Service, During a recent phone call with a representative, we encountered multiple disconnections. I have noticed charges on my bill for both a missed service call and a successful service call on 6/17 and 6/18 respectively. On 6/17, I did not miss my appointment as my household has been in quarantine since March 13th due to my immune-suppressed daughter. The issue during the service visit was regarding internet service, and the tech might have attempted to reach me through the doorbell, which would not have worked without the wifi. On the 18th, the technician determined that the cablevision modem was the problem and replaced it with a new one. I believe charging me for these visits is unjust as the circumstances were beyond my control. Please address this matter promptly before I settle my bill. I am currently on hold, hoping to reconnect with the previous representative. Sincerely, Jennifer W. Acct: 07[redacted]03-01-2

I am extremely dissatisfied with the outcome of my numerous calls regarding my bill issues. I have three TVs with three cable boxes, and after replacing a defective box at the Optimum Wall NJ store, I returned the faulty one. However, my June bill is charging me for four boxes and a partial month box that was not even functioning. I have raised this concern multiple times, and despite requesting to speak to a supervisor, I have not received a call back as promised. I want this billing error resolved promptly, or I will consider switching to a better service provider. I have alternative streaming options like smart TVs, Netflix, Amazon, and Fire Stick, and I do not need the added expense and hassle. I would like the charges for the extra cable box and partial month removed, and I am questioning the increased fees for Showtime, Cloud DVR Plus, and Starz. I am open to canceling certain services and seeking credits for the period my cable box was not working. Kindly address these issues and contact me directly to resolve this matter. Thank you.

A week ago, my internet was disconnected due to a mix-up with our neighbor's service. Despite contacting Optimum daily, the issue remains unresolved. Every time we call, we are promised a resolution in 4 hours, but the internet is still off. Lately, we even need to wait 6 to 24 hours for any response and often get disconnected. We seek to have our service restored promptly and request a credit for the inconvenience caused. The account is under the names Anthony D. and Alexandra E. at [redacted] Mountain Ave Apt 1, Matamoras, PA [redacted]. We hope to resolve this quickly to avoid further inconvenience. Thank you.

For the last two weeks, we experienced intermittent phone and computer outages. Upon contacting Cablevision, a technician arrived and made adjustments outside, restoring service for a day. However, the problem resurfaced, prompting another technician to replace wires across the street. Despite this, service failed again after a day. Scheduling an appointment proved challenging, leaving us without service for three days, impacting my wife’s health. As a last resort, our IT technician identified a simple issue with the router, resolving the problem and providing uninterrupted service for five days. I believe a credit for the ten days of service disruption is warranted, and I am puzzled as to why neither technician addressed the router during their visits. D. Sills